ITSM Lead
3 days ago
Job Summary :
The ITSM Lead will play a crucial role in managing and improving IT service processes, ensuring alignment with business objectives, and enhancing the overall customer experience. The ideal candidate will have a strong background in ITIL practices, excellent leadership skills, and a proactive approach to problem-solving.
Key Responsibilities :
1. Process Management : Oversee the development, implementation, and continuous improvement of ITSM processes, including incident management, problem management, change management, and service request management.
2. Service Delivery : Ensure that IT services are delivered effectively and efficiently, meeting the agreed-upon service levels and customer expectations.
3. Performance Monitoring : Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure service quality and identify areas for improvement.
4. Stakeholder Engagement : Collaborate with business stakeholders to understand their needs, address concerns, and ensure that IT services align with business goals.
5. Team Leadership : Lead and mentor a team of ITSM professionals, providing guidance, support, and professional development opportunities.
6. Continuous Improvement : Identify opportunities for process improvements and lead initiatives to enhance service delivery and operational efficiency.
7. Tool Management : Oversee the configuration, administration, and optimization of ITSM tools and platforms.
8. Compliance : Ensure compliance with internal policies, standards, and regulatory requirements related to IT service management.
9. Incident Response : Coordinate response efforts for major incidents, ensuring timely resolution and effective communication with stakeholders.
10. Documentation : Maintain accurate and up-to-date documentation of ITSM processes, policies, and procedures.
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